Customer service & support

Tractivity is the UK’s leading stakeholder management platform, trusted for over 25 years by organisations including the NHS, SSE, National Grid, HM Treasury, and Transport for the South East.

Our Customer Success team follows the best-practice principles promoted by The Consultation Institute (tCI), with several Tractivity team members holding the Professional Accreditation in Public Consultation & Engagement. That means you get guidance rooted in stakeholder engagement expertise, not just software support.

From your initial system configuration and training to every day after, our expert team is here to help you deliver impact.

Onboarding and ongoing support

Tractivity is the only fully UK-based stakeholder management platform on the market.

Implementation

Your dedicated Customer Success Manager will work with you throughout the entire setup process. Full implementation typically takes between two and four weeks, covering system configuration, data migration, and training. Tractivity is available on the UK Government’s G-Cloud framework, which means public sector organisations can procure directly without a lengthy tender process.

Account Management and Training

From go-live throughout the course of your subscription, a dedicated Customer Success Manager will support you. We provide monthly webinar sessions and an online knowledge base of product guides, reference manuals, and tutorial videos accessible at any time.

Support

All Customer Success and Technical Support services are delivered entirely from within the UK, with no overseas hand-offs. You'll get knowledgeable support from a team that understands the local consultation and engagement landscape. Our team can be contacted via telephone or email during UK working hours.

In-house Design Team

Tractivity's in-house design team is on hand to support you. From newsletters and email templates to websites, we have it covered, attending to your design requirements quickly and efficiently.

Migration from spreadsheets and legacy systems

Most organisations come to Tractivity from spreadsheets, Outlook folders, and fragmented systems. Our Customer Success team manages the full migration, consolidating years of stakeholder data into a single, auditable platform.

Whether you’re moving from Excel, a legacy CRM, or multiple disconnected tools, we ensure nothing is lost in the transition. Data imports use standardised Excel and CSV templates, and our team validates every record before go-live.

Technical Support

Server Maintenance

Tractivity is offered as an off-the-shelf product, meaning that feature upgrades and bug fixes are easy to roll out to all clients. Our Virtual Machines, environments and databases are monitored 24/7 and the server maintenance is scheduled to run between 11 pm and 1 am to avoid any impact.

Data Backup, Restore & Disaster Recovery

Data is backed up daily, encrypted and stored digitally in an alternative secure location. Backups are tested weekly by conducting a file integrity check and manual restore. Weekly testing is signed for by a systems engineer and the Technical Director.

Security

Tractivity holds both ISO 27001:2022 and Cyber Essentials Plus accreditations. Our system is hosted on Microsoft Azure in a highly secure environment that meets the latest HIPAA standards. It is monitored 24/7/365 by a security operations team (SOC), which provides systems engineers with and actionable threat intelligence.

Integrated Services

Tractivity includes a fully documented API that can be used by your web team to build custom integrations, from forms and event registration to data feeds from external systems. Tractivity also includes a Survey iOS application designed for use on iPads, supporting face-to-face engagement and field data capture.

Technical Specifications and Requirements

As an entirely cloud-based product, Tractivity can be accessed from any computer or device with a modern web browser. Our system does not require the installation of any software onto local machines.

Business Continuity Plan

Tractivity has a fully documented Business Continuity and Disaster Recovery plan which is tested regularly. A copy of the plan is available upon request.

Customer success frequently asked questions (FAQ)

Where is Tractivity based?

Yes. Tractivity is the only fully UK-based stakeholder management platform on the market. All development, Customer Success, and Technical Support services are delivered entirely from within the UK, with no overseas hand-offs. By default, all data is hosted in our UK data centre, ensuring full UK data residency. Clients can choose an alternative hosting region if needed.

What security accreditations does Tractivity hold? Tractivity holds ISO 27001:2022 and Cyber Essentials Plus accreditations, is hosted on Microsoft Azure (SOC 2 compliant), and meets the latest HIPAA standards. All AI features run securely within our Azure environment, and your data is never used for model training or fine-tuning.

Is Tractivity available on G-Cloud? How long does implementation take? Yes. Tractivity is approved on the UK Government's G-Cloud framework, which means public sector organisations can procure directly without a lengthy tender process.

Full implementation typically takes between two and four weeks, covering system configuration, data migration, and training. Your dedicated Customer Success Manager works with you throughout the entire process.

Can I migrate from spreadsheets or a legacy system?

Yes. Most organisations come to Tractivity from spreadsheets, Outlook folders, or fragmented systems. Our Customer Success team manages the full migration using standardised templates, validating every record before go-live.

Are there limits on records or hidden fees?

No. All features are included in the annual subscription fee, and there are no limits on the number of records stored.

Who uses Tractivity?

Tractivity has supported stakeholder engagement for over 25 years. Clients include the NHS, EDF, SSEN, HM Treasury, Severn Trent, the Institute of Bankers in Ireland, Transport for the South East, the NI Executive Office, and many other private and public sector organisations across the UK, Europe and beyond.
Being a UK-native solution that’s available via G-Cloud, Tractivity has become a go-to choice for public sector teams looking for a proven, compliant stakeholder management system.